The CIAC Certified Management Associate (CCMA) designation validates professional competency in essential call centre management knowledge and skills. Individuals new to call centre management or with limited job role experience, those pursuing a career in the profession, and call centre supervisors with operational management responsibilities are eligible to test for the CIAC Certified Management Associate designation.

Value of being a CIAC Certified Management Associate

• Recognition as a role model call centre professional
• Validation of essential call centre operations knowledge and skills
• Provides a framework and goals for professional development and career advancement
• Enhanced professional status and increased value
• Commitment to excellence and continuous learning

How to become a CIAC Certified Management Associate
To achieve the CIAC Certified Management Associate designation requires successful completion of a four part assessment process that validates mastery level knowledge of call centre operational management as defined by the Call Centre Management Associate Competencies. These industry defined competencies delineate job role specific call centre knowledge, skills, and attributes across four domains:

• People Management
• Call Centre Operations
• Customer Relationships
• Leadership and Business